Why Do You Need Escalation Management Software?
No matter how flawless your customer service, you can never satisfy everyone. Customers will occasionally grow anxious, agitated, or “demand to talk to a management,” it is a truth of customer service. Escalation management is used when the existing customer service representative is just unable to resolve the issue.
Escalation management software allows you to practise continuous and comprehensive job, status, and action monitoring. It continually and fully automatically monitors the status of information and the processing state of automatically initiated or manually delegated processes, audits, process violations, actions, rejections as well as service incidents or any other freely definable task.
Prioritise Most Pressing Issues
First things first: you must decide which chores require your immediate attention and which ones can wait. Sometimes a pre-written response is insufficient. Additionally, you risk losing clients if you don’t act swiftly. TeroTAM’s Escalation management software lets you prioritise the most important issues that you need to handle on utmost urgency.
Make a list of your issues you need to resolve and create an escalation ticket for the same. With that you can start solving the issue without having any unwanted last minute delays.
Prioritise your issue ticket based on the intensity of the issue and urgency of issue and escalate that ticket for an immediate solution
Keep all of your Team members informed what they need to do, how and when by assigning them the relevant issue escalation ticket based on their expertise.
Automated Monitoring of Tasks and Deadlines
Escalation Management Software from TeroTAM has eliminated the need for manual deadline tracking with appointment calendars and the drafting of task and reminder emails. All parties participating in various escalation levels are completely automatically informed by the software regarding open and due elements. This can be done by an email, dashboard, morning report, or due elements overview page.
Schedule Your appointments and customer issues tickets priorities in your Calendar with a simplified Integration with your calendar so you don’t miss any of the important appointments.
If you are not around your calendar every morning, get reminder emails and SMS notifications to keep your work on the priority routine as it was planned.
If the issue is not resolved at the first level, with our software you can simply escalate that ticket to the next expert level and they will immediately get notified to work on it on urgency.
Event-Based Status Monitoring and Escalation Management
Our Escalation Management Software will examine the status of specified entities in accordance with pre-set chronological or organisational steps after you provide the events, criteria, or dates you desire to monitor. It is also possible to keep track of how actions or processes are progressing.
Ensure your issue tickets you created is the progress as it was supposed to work. Our software helps you track all the activities and actions taken on that specific ticket.
Easily escalate your ticket to the next expert level as per your organisation’s chronological workflow and keep all the departments engaged to solve the issue within given time.
Create and Escalate the Ticket to each level and have them update the actions taken in the ticket to track the progress done on the issue at different levels.
Escalation Management in a Palm-easy way with Smartphone
Manage any Issue without your Physical presence there with Escalation Management Software on Smartphones
With a Smartphone, you may have multi-user access and ability to collaborate with a team from anywhere at any time.
With a Mobile-Friendly User Interface, you can keep track of any Issue Ticket and its position on your smartphone.
To avoid missing any urgent issues to work on in your hectic work schedules, Get Alerts and Reminders on your smartphone for all escalate issues to you or your team
Create, Assign and Escalate any issue tickets on your mobile device. Keep track of how many actions have been taken on it, as well as what the next action will be and when it will be taken.
Create and share the Escalated Issue Ticket Assigned to the appropriate department using your smartphone.
Uploading problem-related documents into the system with Smartphone access is convenient.
Features that Help you Build Smart Escalation Management System
Industries We Serve
Oil & Gas
Food & Beverage
Frequently Asked Question
The Most common Brain Teaser for Escalation Management Software
What Does an Escalation Management Tool Do?
For a swift and efficient solution to the issue, an escalation management tool streamlines the processes and boundaries of decision-making inside an organisation.
Why is Escalation Management Important?
Escalation management procedures guarantee that customer care representatives can satisfy as many consumers as they can. Additionally, escalation procedures include methods for addressing problems at the lowest level possible, leading to quicker fixes and improved user experiences.
What Does an Escalation Specialist Do?
For a business or organisation, an escalation specialist reacts to and handles consumer complaints and escalations. They are in charge of dealing with trouble tickets, managing product or service escalations, and reporting customer complaints to top management.
Why Do Businesses Use Escalation Management Software?
Better customer retention and escalation management go hand in hand. To master it, you must keep your social media reaction times on schedule and give your best reps control over their individual tickets. The end outcome is increased consumer satisfaction and favourable social sentiment.
How much does an Escalation Management Software Costs?
It is entirely dependent on the features and the customization you require to make it tailored for you. Contact us at email@example.com for additional information about pricing.
(GM Facilities & Renovations Food & Beverages)
Tata Starbucks Private Limited
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Equinox Solutions Limited
Anand Color World
(Head of Management)
IT & Software Technology